Team leader Customer Accounts Inbound

Job Description:

Customer Experience Team Leader - Accounts

Salary Range: £37,146 - £39,101 (Dependent upon experience)

Fulltime – Permanent (37.5 hours)

MTVH are excited to recruit an Accounts Team Leader to join our established Customer Accounts Team in Nottingham.

This is a fantastic opportunity for someone who truly believes that great service starts with caring for people and customers. As an Accounts Team Leader, you will lead a team of Customer Accounts Advisors who handle inbound account enquiries and make outbound calls to customers in arrears, offering solutions to prevent escalation. You’ll be responsible for driving performance against objectives and KPIs, ensuring first-contact resolution each and every time, and continuously improving processes to benefit both the business and our customers. If you’re passionate about leadership, customer service excellence, and making a real difference, we’d love to hear from you.

What you'll need to succeed

You will already be customer focused with a can-do attitude and a positive approach. You will demonstrate proven experience of managing a complex / high volume function as well as experience in managing performance in a coaching culture, sharing best practice and encouraging learning. You will have the ability to remain composed under pressure and experience of leading a team successfully through periods of significant change. A natural multi-tasker, you will operate in an organised and structured manner; be detail driven and capable of making quick decisions whilst balancing the needs of the customer, colleague and business.

We are looking for someone with the below essential criteria:

• Proven experience of managing a high performing team to meet challenging KPI’s, whilst balancing the needs of the customer and business
• Experience in coaching colleagues and partnering to build skills and confidence
• Good understanding of the UK benefits system and knowledge of relevant legislation and statutory frameworks
• Proven experience in completing monthly 121s, performance conversations and performance improvement plans
• Experience in coaching colleagues, and partnering to build skills and confidence
• Knowledge of relevant legislation and statutory frameworks, particularly relating to the role of housing providers
• A keen eye for attention to detail and experience in completing detailed documentation of actions taken